Refund review not being dealt with correctly (unwanted vs defective)

I logged a return on 31/08/2023 for Spine Align Gel Tech Contour Pillow. The reason I bought the pillow was for neck support and the cooling. As advertised Provides for a cool, refreshing sleep experienced, designed to assist in maintaining correct spinal integrity, may assist with headaches, neck problems, provides comfort and support, 3 Year guarantee and recommended by leading Chiropractors. I used the pillow for a month and a half of which my neck problems worstened and the cooling gel heat ups to being quite uncomfortable. My return was rejected stating a n unwanted product to be returned within 30 days and defective product after 30 days. I don't know if someone cannot read, but upon Reason for Return: The product is defective or damaged was selected. The product is not unwanted, but defective as it does not do as what was advertised for me as the user. I am unhappy with the outcome of the return, which was communicated to Dawn, but she just kept referring to the return policy and did not understand that the product is not unwanted, but defective so the warranty rules should apply. What is the purpose of having a R650 pillow, which I cannnot use at all! I would like this matter to be taken further and my account to be credited. Ref: MRRN-RXBQB-45AZ